ZOHO: Best Practice: Your first dial

When installing and setting up ZOHO, there are some things to keep in mind that will help you get the most out of your integration. 

When you first install, it should be installed for all users and each user will need to log in from a separate machine and sign in and they will be asked to authenticate and authorize the connection. 

If you log into the wrong ZOHO account, you will need to clear this and re-authenticate. The steps for this are as follows: 

1. Navigate to the Integrations page in PhoneBurner: https://www.phoneburner.com/myaccount/integrations/index and click on the "disconnect button" to the right of the Zoho Integration. 

2. If step one does not work, try this URL: https://integrate.phoneburner.com/zoho/disconnect.php ***NOTE*** This must be done from the same browser and computer you first authenticated/set up the connection with. 

If you are not able to connect after these steps, please reach out to support@phoneburner.com for assistance.

Making your first call: 

Updates:

Phoneburner/ZOHO do not actively sync when not in a dial session.

Only making a call and using a disposition will make one system sync updates to the other. It is recommended that you use ZOHO as your primary location for data management and do all updates there so that the next call you make from the app will update the data Phoneburner. Updating in two locations can cause lost data or data to be overwritten incorrectly. 

The first call to all contacts should be initiated from ZOHO to pull the info into Phoneburner. 

A recommended practice is that the Team admin first set up a dialing account to set up the ZOHO integration and do some test dials.  If a non-dialing admin sets up the account and wants to dial later, the ZOHO account remembers this information and will not allow a dial session, even if logged in to another dialing user's account. They would need to sign in as a dialing user, on a different machine.

If the Admin is not a dialing account when the integration is added, they can suspend an active team member,  temporarily, change the admin account to a dialing account, then set up the integration, and change the account back to a non-dialer after the set up is complete.

Custom fields:

When doing a dial session with the Phoneburner APP in Zoho, custom fields from ZOHO are not pulled into Phoneburner when they do not have any data in them. 

A team admin (or solo user ) can then set up a test contact and/or a lead in ZOHO with all the custom fields filled in some test information and do a dial to these test leads/contacts. It will then pull all of these custom fields into Phoneburner for the first time,  filled in,  for the test contacts.  This will set the fields up and have them ready for the real leads/contacts to have them show during a call, even if the fields are not populated. 

Now that those fields are pulled in, the Admin can share them with a team so there are not duplicate fields in multiple user accounts. Now, when a call is made, the fields that are blank for a contact can be filled in on the call and will send that data back to the ZOHO contact when the call is ended with a disposition. 

Networked or Standalone: 

We have two account options in Phoneburner. Networked, where data is shared and standalone,  where users own their own data. 

How you want to set up your Phoneburner account may vary depending on how you use your data in ZOHO.

Do you share data? You may want to considered networked. If you have multiple team members dialing the same contacts from ZOHO, a standalone option will create duplicate copies in each user account in Phoneburner that calls the contact. These duplicate contacts are not linked outside of ZOHO. Each call you make drops the notes from the call into ZOHO and while both contacts in Phoneburner will link up to the same contact in ZOHO, the user may not see any updates that were made to the other user's or see the other users' notes. In a networked, they are both using the same contact record in Phoneburner. This can help prevent duplication of data. 

If your users only dial contacts assigned to them and you only want them to access their own contacts, the standalone may be the better option.  If you need help with this, please consult your onboarding team or contact Phoneburner Support.